{"id":1687030,"url":"https://alion.io/job/ingram-micro-sr-technical-support-engineer-cloud","title":"Sr Technical Support Engineer - Cloud","company":{"id":653,"name":"Ingram Micro","domain":"ingrammicro.com","url":"https://alion.io/company/ingram-micro","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Santander, Spain","Barcelona, Spain"],"countries":["ES"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":97000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":419},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Linux","optional":false},{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"Bash","optional":true},{"name":"Confluence","optional":true},{"name":"Docker","optional":true},{"name":"GCP","optional":true},{"name":"ITIL","optional":true},{"name":"Jira","optional":true},{"name":"Kubernetes","optional":true},{"name":"PHP","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true},{"name":"SLI/SLO/SLA","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-09-16T00:00:00Z","employer_posted_date":"2026-09-16","last_verified_at":"2026-10-02T22:35:41Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"It's fun to work in a company where people truly BELIEVE in what they're doing!\nJob Description:\nAbout Ingram Micro\nIngram Micro powers the global IT ecosystem-connecting technology vendors, partners, and businesses to unlock the full promise of innovation. With operations reaching over 90% of the world’s population and our digital platform, Ingram Micro Xvantage™, we enable smarter, faster, and more scalable ways to do business. Together, let’s shape tomorrow by driving technology forward and creating real impact across the globe.\nAbout the Team\nOur Unified Support team sits at the heart of this mission-ensuring technology runs seamlessly for customers worldwide. Through deep technical expertise, cross-functional collaboration, and a relentless focus on customer success, we solve complex challenges across cloud and ERP-integrated environments while improving reliability, performance, and customer satisfaction.\nThe Role: The Billing Technical Supportis responsible for resolving complex billing, invoicing, and technical platform issues. This role combinespeopleleadership, operational excellence, and deep technical and billingexpertise. You will guide the team in diagnosing and resolving issues across software, APIs, integrations, and cloud infrastructure, while partnering closely with Engineering, Product, Finance, and Vendor teams to ensure a seamless customer billing experience.\nKey Responsibilities:\nLead, mentor, and develop a team of Billing Technical Support Engineers.\n\nOversee daily operations of the billing technical support function.\n\nManage staffing, scheduling, and on-call rotations.\n\nServe as the highest escalation point for complex billing and technical issues.\n\nGuide engineers through advanced troubleshooting and root cause analysis.\n\nReview and approve credit/debit adjustments and invoice reconciliations.\n\nPartner with Engineering and Product teams on long-term solutions.\n\nAdvocate for customers with internal and external teams.\n\nOwn and improve support processes, runbooks, SLAs, and workflows.\n\nOversee documentation, FAQs, and knowledge base content.\n\nLead major incidentresponsefor critical billing or platform outages.\n\nDrive post-incident reviews and corrective actions.\n\nRequired Skills & Experience:\n6-10+ years in billing technical support.\n\nExpertisewith SAP, SaaS billing platforms, APIs, databases, and cloud services.\n\nStrong understanding of web technologies and system architecture.\n\nProven troubleshooting and escalation management skills.\n\nExperience with ticketing systems and knowledge bases.\n\nExcellent communication, analytical, and problem-solving skills.\n\nExperience with web servers, databases, and Linux environments.\n\nPassion for customer experience and operational excellence.\n\nPreferred Qualifications:\nITIL certification.\n\nAzure, AWS, or GCP certifications.\n\nScripting experience (Bash, Python, PowerShell, PHP) and SQL.\n\nExposure to Docker, Kubernetes, Jira, and Confluence.\n\nWhat Success Looks Like:\nA high-performing,engaged engineeringmeetingall metrics.\n\nReduced escalations and improved processes.\n\nFaster resolution times and improved SLA attainment.\n\nStrong cross-functional relationships.\n\nImproved customer satisfaction and billing accuracy.","description_format":"text","description_chars":3227,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Resellers & VARs","Electronic Components Distribution"],"lifecycle":[{"event":"open","at":"2026-10-02T10:32:09Z"}],"liveness":{"score":69,"band":"ok","label":"Likely open","p_open":1,"p_active":0.764,"p_room":0.9,"age_days":17,"expected_fill_days":30,"reasons":["conf:4","win:mid","comp:brand"],"computed_at":"2026-10-03T02:55:03Z"},"pay":null,"html_url":"https://alion.io/job/ingram-micro-sr-technical-support-engineer-cloud","json_url":"https://alion.io/job/ingram-micro-sr-technical-support-engineer-cloud.json","meta":{"generated_at":"2026-10-03T02:55:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2800,"day_limit":5000,"remaining_today":2200,"minute_limit":60,"resets_at":"2026-10-04T00:00:00Z"}}}